Workforce Management Analyst

1 day ago

Kuala Lumpur, Malaysia EPS Consultant Sdn Bhd Full time

**Position: Workforce Management Analyst**

**Tenure: 1 year contract (Renewable basis)**

**Location: Kuala Lumpur**

**Working hour: Rotational Shift basis**

**Salary: RM 3800 - RM 4500**
- Deliver timely ad hoc and standard workforce management tasks
- Manage on-site and global governance for the purpose of effective and efficient performance delivery
- Provide and assist in designing insightful views for reporting
- Provide regular and ad-hoc results interpretation to Accenture management as requested
- Utilize data to identify trends and opportunities for improvement
- Work with other teams and stakeholders to identify opportunities to improve performance results in accordance with contractual agreements between Accenture, vendors and clients
- SME on workforce optimization issues
- Define measurement and provide progress on meeting the targets
- Maintain the right headcount, with proper capacity planning
- Responsible for the maintenance and upkeep of the scheduling tools
- Responsible for reporting data management activities around employee scheduling and forecasts
- Ensure employees’ time is accurately recorded by reviewing the information recorded in the tool to ensure consistency
- Resolve errors such as missed clock-in, meal break adjustments, training, leaves and etc. that affecting employee’s productivity
- Work with Ops TL to improve processes and increase efficiency of operations by recommending necessary changes

**Job Requirements**:

- Bachelor’s degree with 5-7 years of call center experience.
- He/she must possess knowledge or relevant experience in forecasting, planning, and scheduling calls or contacts or work volumes and staff or vendors, ensuring optimal performance. They also require the ability to summarize, visualize, and present data. It is also vital that they possess knowledge of key call center metrics, including expected occupancy, utilization, service levels, handle time, etc.
- Prefer to possess benchmarking and trending experience
- Working knowledge of eWFM or any other workforce management tools used to manage schedules, workflow, and statistical data
- Analytical skills: They must possess analytical skills essentially for reviewing information, analyzing data, and making appropriate recommendations for improvement
- Communication skills: They must possess strong communication skills to ensure that employees are kept informed of developments effectively, and to ensure that all appropriate staff are aware of issues
- Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team
- Ability to handle pressure: They require the ability to work effectively in a fast-paced situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow
- Advanced Proficiency in Microsoft Excel

**Job Type**: Contract
Contract length: 12 months

**Salary**: RM3,800.00 - RM4,500.00 per month

Schedule:

- Day shift
- Night shift

**Experience**:

- Call centre/ Workforce management analyst: 5 years (preferred)

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